Product Manager

We are seeking an experienced Product Manager to lead the product vision and strategy for our Contact Centre Modernisation Programme. This role will be crucial in driving the transition from Discovery to Alpha phase and ensuring the successful delivery of product objectives.

Key Responsibilities:

• Product Vision and Strategy: Develop and maintain the product vision for the next-generation contact centre solution.
• Roadmap Development: Create and manage the product roadmap, aligning it with business objectives and customer needs.
• Stakeholder Collaboration: Work closely with business and contact centre stakeholders across all functions to achieve shared objectives.
• Change Management: Lead the change management process for voice and contact centre solutions, from requirements gathering through to implementation.
• Vendor Selection: Oversee the Request For Proposal (RFP) process and vendor selection for the migration to a cloud contact centre solution.
• Business Case Development: Lead the development of business cases for new product initiatives.
• Team Leadership: Provide management and guidance to Product Owners and team members within the Contact Centre Solutions area.

Experience and Skills:

• Extensive Contact Centre Knowledge: Proven experience with contact centre operations and solutions, including technologies like Natural Language Call Steering, Call Recording, Work Force Management, Call Transcription, and Call Alerting.
• Product Management Expertise: Strong background in product management concepts, prioritization techniques, and design methodologies, preferably in an agile delivery environment.
• Large-Scale Project Experience: Previous involvement in large-scale contact centre migrations.
• Stakeholder Management: Demonstrated ability to build and maintain relationships with executive sponsors and wider business teams.
• Communication: Excellent communication skills at all levels, with the ability to influence, negotiate, and make effective decisions.

This role offers an exciting opportunity to shape the future of our contact centre capabilities, improving both customer and agent experiences. The successful candidate will play a pivotal role in modernizing our service delivery infrastructure and driving innovation in customer engagement.

Job Details:

Contract Duration: 12-24 months
Salary: Up to £450 Inside IR35
Location: 3-4 days a week in office in Manchester
Seniority Level: Mid-Senior level
Employment Type: Contract
Job Function: Product Management
Industries: Government Administration